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Inspection Summary


Overall summary & rating

Good

Updated 5 April 2019

About the service:

Ivory Homecare provides personal care and support to people living in their own homes. At the time of the inspection there were 74 people receiving personal care from 13 staff.

For more details, please see the full report which is on the Care Quality Commission website at www.cqc.org.uk.

People’s experience of using this service:

• People received high quality care that was safe, effective, caring, responsive and well led.

• People were very happy with the service provided. Without exception, people and their relatives provided positive feedback about all aspects of the care they received.

• One relative told us, “I don’t know how I would have coped without them. They are here to care for [their loved one] but the care and affection they show me, has really kept me going.”

• People were protected from avoidable harm, and abuse by staff, who understood their role and responsibility in relation to safeguarding and keeping them safe.

• People experienced safe care, delivered in accordance with their comprehensive risk assessments and management plans.

• The service always deployed sufficient suitable staff to meet people’s needs.

• Staff felt they were valued and respected by the management team, who actively sought their involvement to improve and develop the service.

• The registered manager completed regular competency checks to ensure staff delivered care in accordance with their training.

• People were treated with kindness and compassion by staff, who were overwhelmingly described to be caring, gentle and patient.

• Staff supported people to be actively involved in making decisions about their care.

• People consistently praised the registered manager for their dedication and willingness to listen and respond to any worries they may have, which reassured them and instilled trust and confidence in the service.

• The registered manager set high standards and inspired staff to meet them.

• Relatives consistently told us their loved ones experienced kind and compassionate care at the end of their life and were supported to have a comfortable, dignified and pain-free death.

• The service was well-managed by the registered manager who provided clear and direct leadership which inspired their staff.

• Staff worked effectively with local organisations to improve care practice and outcomes.

Rating at last inspection:

Good (The last inspection report was published on 29 September 2016). At this inspection we found the service had remained good.

Why we inspected:

This was a planned comprehensive inspection based on the previous rating.

Follow up:

We will continue to monitor intelligence we receive about the service until we return to visit as per our re-inspection programme. If any concerning information is received we may inspect sooner.

Inspection areas

Safe

Good

Updated 5 April 2019

The service remained safe.

Details are in our safe findings below.

Effective

Good

Updated 5 April 2019

The service remained effective.

Details are in our effective findings below.

Caring

Good

Updated 5 April 2019

The service remained caring.

Details are in our caring findings below.

Responsive

Good

Updated 5 April 2019

The service remained responsive.

Details are in our responsive findings below.

Well-led

Good

Updated 5 April 2019

The service remained well-led.

Details are in our well-led findings below.